Struggling with energy bills help

What to do if you're struggling to pay your energy bills

Energy prices are desperately high, and despite the Government capping a typical bill at an average £2,500 this winter, many people are still struggling. In this guide we walk you step-by-step through the support that's out there.

In this guide

Step 1: If you're struggling, talk to your supplier ASAP – it HAS to help

If you're falling behind with your energy bills, and finding yourself struggling to pay, the best thing to do is contact your supplier as soon as possible. Under rules from regulator Ofgem, your supplier has to help you – usually by negotiating a payment plan that you can afford.

There are a range of options suppliers could offer if you're struggling, including:

  • A full payment plan review
  • Affordable debt repayment plans
  • Payment breaks (though this won't be right for everyone)
  • Payment reductions
  • More time to pay
  • Access to hardship funds

What help you can get is decided on a case-by-case basis, but importantly, repayment must be based on your ability to pay. So get in touch with your supplier as soon as possible.

Forced prepay meter installations have been paused

If you do fall in to debt on your energy bills, one of the ways suppliers can recover the outstanding amount is to force you to get a prepayment meter installed. 

However, regulator Ofgem has recently told energy firms to temporarily stop forced installations of prepayment meters, after reports that some households were being forcibly switched despite being clearly vulnerable. Ofgem is asking those who've had a forced prepayment meter installation to share their experiences via this Citizens Advice survey, to help the regulator understand if suppliers have done any wrongdoing. A new code of practice is being developed that all energy suppliers must sign up to, before forced prepayment meter installations can resume.

We've more info in our Forced prepayment meters paused news story.

When can suppliers force you to get a prepayment meter?

While suppliers have been told to stop forcibly switching people to prepayment meters right now, normally they are allowed to do so – but only as the last resort to avoid disconnecting you, and it should have explored all other options to recover the debt first.

Once it has, and if you're not vulnerable (if you are, register for the Priority Services Register) and have a smart meter, it can remotely switch you to a smart prepay meter. If you don't have a smart meter, your supplier will need to obtain a court warrant to force you to get a prepay meter.

Suppliers are only allowed to force you to have a prepayment meter for debt if: 

  1. It has taken all reasonable steps to agree payment with you. This could be by offering repayment plans or similar options. If it hasn't, again, it shouldn't install one. 

  2. It is safe, practical and easy for you to use and get to. For example, it shouldn't install one if:
    - Your meter is hard to reach or in a shared cupboard you don't have access to
    - It would be hard for you to get to a shop to top up the prepayment meter
    - You have a physical or mental disability preventing you from being able to use a prepay meter
    - You need a continuous supply for health reasons, such as having medical equipment that needs a constant electricity supply
  • Suppliers can't force-fit a prepay meter if you're vulnerable and don't want one

    People considered vulnerable might include those who:

    • have disabilities or certain illnesses
    • are pregnant or have children under five
    • are at state pension age
    • are eligible for the Priority Services Register
    • would find the experience traumatic
  • Your supplier must follow the correct process to put you on prepay

    • Having a valid reason for the switch. This can include recovering a debt you owe the supplier after falling behind with paying your bills.

    • Communicating clearly. Your supplier should tell you if it plans to put you on prepay, give its reasons for the decision and outline any other options you may have.

    • Providing at least seven working days' notice. If you're on a smart meter, you shouldn't find it being switched into prepay mode out of the blue.

    • Taking into account whether you're vulnerable. If so, and your vulnerability means it would be unsafe or impractical for you to be on prepay, the switch shouldn't go ahead.

    • Getting a court warrant (in some cases). This is only relevant where you have non-smart meters (so the supplier needs to physically install new meters) and you've refused to communicate with your supplier about a repayment plan.
  • Unsafe or unfair switch? How to complain

    If your supplier hasn't followed the correct process, or has put you on prepay when it shouldn't have, you should raise a formal complaint. You can do this by contacting your supplier directly, or by using the free Resolver complaints tool (which covers most suppliers).

    If you've already tried contacting the firm and it's been more than eight weeks since you lodged your formal complaint (or you've received a deadlock letter), you can then take it to the free Energy Ombudsman, an independent body that handles disputes between consumers and energy firms.

Already on prepay and struggling to pay? Your supplier must help as well

If you prepay for your energy, and you find yourself struggling to top up and facing self-disconnection, there's help available from your supplier – so do contact it as soon as you start to get in trouble. The charity Citizens Advice estimates 3.2 million people in Britain last year ran out of credit on their prepayment meter as they couldn't afford to top up, so make sure you are getting all the support you are entitled to.

Here's what energy firms will do:

  • All suppliers offer small amounts of emergency credit. You'll usually get £5 of emergency credit on your gas and electricity meter (though some have increased this in response to the energy crisis), which you can access through your meter. The option to use it usually becomes available when you've little money left on your meter (usually about less than 50p for electricity, or £2 for gas).

    How you access it depends on your meter, either by inserting your key/card or clicking a button when the option pops up – your supplier will be able to tell you how it works for your meter. You will need to pay this back when you next top up.

  • 'Friendly credit' means you can't be cut off at certain times if your meter runs out. Friendly credit is there to protect you if you start running out of credit when the shops are closed. It means you won't be cut off, and can keep using gas and electricity if you run out of credit during evenings, weekends and bank holidays.

    Times can vary by supplier and season, but generally, you won't be cut off between about 6pm and 9am Monday to Saturday, all day Sunday, and on bank holidays. You'll need to pay back anything you've used during this time the next time you top up.

  • Additional support credit is available to some if you can't afford to top up. If you can't afford to top up and you're facing self-disconnection through being unable to keep enough money on the meter, you may be able to get additional support credit (or extra support credit). What you can get, how this works and if you're eligible will depend on your supplier, so speak to it as soon as possible.

    In general, additional support credit is usually for those in vulnerable situations (such as those of state pension age, or with a disability or long-term medical condition). It's also up to the supplier to assess how much additional credit you'll get and to work with you to come up with a repayment plan, based on your ability to pay.

    But even if you're not in a vulnerable situation, your supplier could still help if you're unable to top up. It may still be able to offer support credit, or can review any debts you may be paying off through your meter, or give you access to hardship funds. It's all done on a case-by-case basis, so do get in touch with your supplier as soon as possible.

What's more, regulator Ofgem has strengthened protections for prepayment customers, requiring suppliers to proactively identify and contact customers that have self-disconnected due to being unable to afford to top up. This includes support for repaying any outstanding standing charges.

Get on the Priority Services Register if you're vulnerable

The Priority Services Register is a free support service operated by energy suppliers and network operators (the firms that own the pipes and wires). It offers a range of services to help people in vulnerable situations, for example, if you've reached state pension age, or you have a long-term medical condition, or have children under five (see full eligibility below). 

The help you can get includes:

  • Advance notice of planned power cuts. If you rely on energy supply for medical reasons, your network operator will inform you of planned power cuts.

  • Priority support in an emergency. Network operators can provide you with heating and cooking facilities during unexpected power cuts.

  • Identification and password scheme. To reassure you that energy and network employees are genuine, they can arrange checks such as a particular password or picture card if they need to visit you.

  • Nominee schemes. You can nominate someone to receive communications and bills from your supplier.

  • Help with prepayment meter access. For example, suppliers could move your meter if you can't access it easily to top up.

  • Regular meter reading services. If you can't easily read the meter yourself, or nobody else can.

  • Accessible information. For example, account info and bills in large print or Braille.

A dedicated website has been launched to make it easy for anyone to be added to the Priority Services Register. You no longer need to ask your supplier to do this for you. There are several ways you can register, including an online form, by email or calling 0800 169 9970, as well as messaging the PSR via WhatsApp, Facebook or Twitter.

  • The full eligibility criteria for the Priority Services Register

    You are eligible for the Priority Services Register if one of the following applies to you:

    • You've reached state pension age.
    • You are disabled or have a long-term medical condition.
    • You are recovering from an injury.
    • You have a hearing or sight condition.
    • You have a mental health condition.
    • You are pregnant or have children under five.
    • You have extra communication needs (such as if you don't speak or read English well).

    You might still be able to register for other reasons if your situation isn't listed. For example, if you need short-term support after a stay in hospital.

Step 2: Check if you qualify for special short-lived government support

In this section we'll look at the specific, short-lived cost-of-living support that's being made available by the Government.

It's worth having a good rummage around here, as in some cases what help you can access will depend on your specific circumstances. Exactly what you can get depends on factors including the sort of energy meters you have, whether you're on certain benefits, or whether you're a pensioner. Check what you could benefit from:

Almost all households are getting £400 this winter to help with rising energy bills

One of the measures announced back in May 2022, as part of the Government's 'cost of living support' package, was that all households with a domestic electricity meter in England, Scotland and Wales would get a £400 energy grant. Most households should have now received all six payments. If you haven't received any payment yet, contact your electricity supplier.

For most, the grant was automatic, paid by your supplier between October 2022 and March 2023. However, those on non-smart prepayment meters will have to take action to get the money. It'll come as six separate payments – £66 in October and November, then £67 for the remaining four months. How exactly it was paid depended on how you pay for your energy and who your supplier is.

  • How major energy suppliers paid your £400 grant – by bill payment type

    How major energy suppliers will pay your £400 grant – by bill payment type

    Electricity supplier (1) Monthly direct debit Standard credit Smart prepayment meter (2) Traditional prepayment meter (3)
    British Gas
    Credited automatically to your bank account about three working days after your direct debit payment is taken Credited automatically to your energy account within five working days of the start of the month

    Credited automatically to your electricity account within five working days of the start of the month Voucher sent within 11 working days of the start of the month by post to be used on electricity only when you're topping up as normal – make sure supplier has up to date contact info
    Bulb
    Direct debit reduced automatically Credited automatically to your energy account within five working days of the start of the month 
    Credited automatically to your electricity account within five working days of the start of the month – though it plans to allow users to switch it to gas accounts Voucher sent within 11 working days of the start of the month (by text, email or post) to be used on gas or electricity when you're topping up as normal – make sure supplier has up to date contact info
    E.on/E.on Next
    Direct debit reduced automatically Credited automatically to your energy account within five working days of the start of the month Credited automatically to your gas and electricity accounts (split evenly) within five working days of the start of the month  Voucher sent within 11 working days of the start of the month (by text, email or post) to be used on gas or electricity when you're topping up as normal – make sure supplier has up to date contact info
    EDF Energy
    Credited automatically to your bank account about five working days after your direct debit payment is taken Credited automatically to your energy account within five working days of the start of the month Credited automatically to your electricity account within five working days of the start of the month – but will be able to switch it to your gas account by contacting EDF  Voucher sent within 11 working days of the start of the month (by text, email or post) to be used on gas or electricity when you're topping up as normal – make sure supplier has up to date contact info
    Octopus Energy  Direct debit reduced automatically Credited automatically to your energy account within five working days of the start of the month Credited automatically to your gas and electricity accounts (split evenly) within five working days of the start of the month Voucher sent within 11 working days of the start of the month (by text, email or post) to be used on gas or electricity when you're topping up as normal – make sure supplier has up to date contact info
    Ovo Energy
    Credited automatically to your bank account about five working days after your direct debit payment is taken Credited automatically to your energy account within five working days of the start of the month Credited automatically to your electricity account within five working days of the start of the month – but you should be able to switch it to your gas account by contacting Ovo Voucher sent within 11 working days of the start of the month (by text, email or post) to be used on gas or electricity when you're topping up as normal – make sure supplier has up to date contact info
    Scottish Power Credited automatically to your bank account about five working days after your direct debit payment is taken Credited automatically to your energy account within five working days of the start of the month Credited automatically to your electricity account within five working days of the start of the month Voucher sent within 11 working days of the start of the month (by text, email or post) to be used on gas or electricity when you're topping up as normal – make sure supplier has up to date contact info
    Shell Energy 

    Direct debit reduced automatically

     

     

    Credited automatically to your energy account within five working days of the start of the month
    Credited automatically to your gas and electricity accounts (split evenly) within five working days of the start of the month Voucher sent within 11 working days of the start of the month (by text, email or post) to be used on gas or electricity when you're topping up as normal – make sure supplier has up to date contact info
    So Energy
    Direct debit reduced automatically Credited automatically to your energy account within five working days of the start of the month Credited automatically to your electricity account within five working days of the start of the month – but will be able to switch it to your gas account by contacting So Energy N/A
    SSE
    Credited automatically to your bank account about five working days after your direct debit payment is taken Credited automatically to your energy account within five working days of the start of the month Credited automatically to your electricity account within five working days of the start of the month – but you should be able to switch it to your gas account by contacting SSE Voucher sent within 11 working days of the start of the month (by text, email or post) to be used on gas or electricity when you're topping up as normal – make sure supplier has up to date contact info
    Utility Warehouse Direct debit reduced automatically Credited to your energy account within five working days of the start of the month  Credited automatically to your electricity account within five working days of the start of the month – but may be able to switch it to your gas account by contacting Utility Warehouse Voucher sent within 11 working days of the start of the month (by text, email or post) to be used on gas or electricity when you're topping up as normal – make sure supplier has up to date contact info

    Last updated: 8 November 2022. (1) If you have separate suppliers for gas and electricity, the discount will come through your electricity supplier and only its rules will count. You'll still get the discount even if you switch suppliers. (2) MSE has been calling on firms to let customers choose if they want to use the £400 rebate on both electricity and gas. (3) You'll have 90 days to redeem each voucher – and if you lose them or they expire, they can only be reissued up until 30 June 2023.

  • You'll still get support even if you don't pay your electricity supplier directly

    Anyone who pays their electricity bills through an intermediary, such as those who pay landlords, should also receive at least some of the £400 payment. Under new rules, intermediaries that receive the support payment are legally required to pass on the benefit in a "just and reasonable way". 

    However, you may not get the full amount, as these intermediaries are allowed to factor in other costs they might have faced, such as providing energy to a common area, or they may have to split the benefit if they charge multiple tenants based on a proportion of total usage. 

    The intermediary must write to you to let you know what they've been paid under the scheme, how much will be passed on to you, and when and how this will be passed on. This should happen within 30 days of them receiving the benefit. 

    If you think you should be eligible for all or some of the £400 but you don't get anything, or you disagree with the amount that is being passed on to you, you'll need to contact the intermediary to ask it to justify the amount (the Government has provided template letters to use). If there is still disagreement, the only way to further challenge it is to bring civil proceedings. 

  • What do I do if I've not received my payment?

    If you've not received your payment, and if you've given your provider plenty of time to have made it, you'll need to contact your supplier directly to sort it. See prepay voucher help for more.

On traditional prepayment? Redeem your vouchers ASAP

If you have a traditional prepayment meter you must claim and redeem your government help vouchers. The £66 or £67 monthly vouchers only last 90 days from the date of issue, and 1.9 million have yet to be redeemed. October, November and some of December's vouchers have now expired, but your supplier can reissue them. You must have redeemed all vouchers by 30 June 2023. See prepay vouchers help for more info.

UPDATE: Live in a park home or pay your landlord directly? The application process for the £400 payment is now open

If you're in a park home or your landlord gets their energy from a commercial contract (rather than a domestic one, and so doesn't get the £400 payment automatically, which they can then pass on), you can apply to receive the discount through the Energy Bills Support Scheme.

Those in England, Scotland or Wales will be able to apply for it through the Government's online portal. Those in Northern Ireland can apply through a separate portal. You'll need an email address and phone number (if you have one) and a UK bank account. You must apply by 31 May 2023.

- If you’re not registered for council tax you’ll need to upload a proof of address (such as a bank statement or tenancy agreement) as part of your application.

- If you live in a care home you’ll also need to upload a care home invoice (that's less than three months old) or an official document from your care home, which includes your name and address, a funding statement and the name and address of your care home.

Your local council will make your payment by bank transfer. Exactly when you'll receive your payment will depend on when you made the application and when it was processed.

On an alternative fuel? Most should have now got the £200. If not, you can now apply

If you still haven't received the £200 from your electricity supplier, but expected to, you'll need to apply through a Gov.uk portal, which launched on 6 March. You have until 31 May to apply. 

Most households in England, Wales and Scotland that don't use mains gas and use alternative fuels for heating – such as heating oil, LPG or biomass boilers – should have now received an additional £200 to help with energy bills this winter, on top of the £400 from your electricity supplier (check our supplier-by-supplier table for how it was paid. You have a right to request this money into your bank account if it's been credited to your electricity account. See our direct debits help guide for more info on how to get this money paid to you).

However, some households have fallen through the cracks, despite having an electricity supplier and using alternative heating fuels, as there is no central database of homes that use alternative fuels. 

If you've not got it, or if you DON'T have a direct relationship with an electricity supplier. You'll need to apply online or by calling 0808 175 3287 (0808 175 3894 in Northern Ireland) by 31 May 2023.

You'll need to provide evidence that you purchased alternative fuels recently, alongside proof of address and you bank account details – see the full list of evidence and information required. You'll then be paid the £200 by your local authority via bank transfer and you should receive an email or letter to confirm this within six weeks of applying.

If you DO have a direct relationship with an electricity company. Most should have been paid the £200 automatically by their supplier, either by email, post, bank refund or credit to your electricity account - energy firms have told us they have now paid this. Make sure you check your bank account or energy account if you don't think you've received your payment yet. If you've not received it, you'll need to apply.

  • How do I know if I'm eligible?

    You may be eligible for the £200 your home is not connected to the mains gas grid and you use alternative fuels as you main from of heating, including: 

    • Heating oil
    • Liquid petroleum gas (LPG)
    • Tank or bottled gas
    • Solid fuels (such as wood or charcoal)

    There was no easy way to for the Government to identify households eligible for automatic payment, so it used a combination of so-called 'Meter Point Administration Numbers' – which are used to identify individual electricity supply points – along with census data and data on the number of households without a gas meter point.

  • What information or evidence will I need to apply?

    When you apply online, you'll need to provide the following:

    • an email address
    • phone number (if you have one)
    • bank account details (for the payment to be made into)
    • proof of purchase of alternative fuels since September 2022 (for example, a delivery note or receipt) totalling at least £200. You can upload a maximum of 10 documents (increased from two after Martin raised this issue with the energy secretary, Grant Shapps) in your application. Your proof of purchase must include:
      - your address
      - the type of fuel purchased
      - date of purchase
      - name and address of fuel supplier
      - total amount spent
    • If you're not registered for council tax, you'll also need to provide proof of address, such as a bank statement or tenancy agreement. 
  • What happens if I don't have proof of purchase since September 2022?

    We've heard from several people saying they bulk buy fuel in advance for the year and don't have a proof of purchase since September 2022.

    The Government has told us that those who purchased alternative fuel before September 2022, have adequate time to buy more and obtain proof of purchase to be able to apply before the scheme closes on 31 May 2023. We'll update this guide if this changes.

  • What can I do if my application is cancelled or rejected?

    If you're application is cancelled, you'll be told the reason why, and you'll be able to reapply. An application may be cancelled if you haven't provided sufficient evidence, you've already been paid the alternative fuel payment through your electricity supplier, or you've already applied for it through your local authority.

    However, if your application is rejected, it means you are not eligible for the £200 payment and you won't be able to reapply. The Government will be releasing details of an appeals process and we'll update this story when we know more.

  • How should I have been paid the £200 alternative fuel payment by my electricity supplier?

    How major energy suppliers will pay your £200 alternative fuel payment – by bill payment type

    Electricity supplier (1) Monthly direct debit Standard credit ('receipt of bill') Smart prepayment meter Traditional prepayment meter (2)
    British Gas
    Credited to your electricity account in February Credited to your electricity account in February

    Credited to your electricity meter in February

    You'll get a voucher sent by post in February
    E.on/E.on Next
    Credited to your electricity account in February

    Credited to your electricity account in February

    Credited to your electricity meter in February

    You'll get a voucher sent by post in February
    EDF Energy
    Refund within five working days of your normal payment date, to the bank account you make your direct debit payments from Credited to your electricity account between 20 February and 28 February
    Credited to your electricity meter in February You'll get a voucher sent by post between 20 and 28 February (3)
    Octopus Energy  Credited to your electricity account in February Credited to your electricity account in February Credited to your electricity meter in February You'll get four vouchers in the post in February, worth £50 each
    Ovo / SSE Energy
    Will appear as a credit, then refunded into your bank account shortly afterwards Credited to your electricity account in February

    Credited to your electricity meter in February. If this isn't possible, you'll be sent a voucher by post

    You'll get a voucher sent by post in February
    Scottish Power Refund within five working days of your normal payment date, to the bank account you make your Direct Debit payments from

    Credited to your electricity account in February Credited to your electricity meter in February

    You'll get three vouchers in February, either by email or by post, sent at the same time - two vouchers for £75 and one for £50 (4)


    Shell Energy 

    Refund to your bank account on or around 15 February

    Cheque by post by the end of February. You’ll need to deposit the cheque before 30 June (5) Cheque by post by the end of February. You’ll need to deposit the cheque before 30 June (5) Cheque by post by the end of February. You’ll need to deposit the cheque before 30 June (5)

    Last updated: 28 February 2023. (1) If you have separate suppliers for gas and electricity, the payment will come through your electricity supplier and only its rules will count. (2) You'll have until 30 June to redeem vouchers – and if you lose them or they expire, they can be reissued. (3) You can receive this as a cash payment, or it can be added to your debit card. (4) If Scottish Power has a valid email for you, you’ll receive these top up vouchers by email from PayPoint Services who are sending the vouchers on our behalf. Please keep an eye out for it and check it’s not in your spam folders. If it doesn't have a valid email address for you, it'll send your vouchers by post. They will be in a ScottishPower envelope marked ‘Important Information Enclosed’. (5) If Shell holds your bank details, you should have received a refund to your bank account on or around 15 February.

Support if you're in Northern Ireland – all households will get £600, though some will need to apply

Most households in Northern Ireland should have also received the non-repayable £400 energy bills support grant – but rather than being paid in monthly instalments like the rest of the UK, you'll have got it in one lump sum. On top of this, all households in Northern Ireland get a £200 alternative fuel payment – regardless of what type of heating you use – paid at the same time as the £400. How you received it depends on how you pay your bill:

  • If you pay your energy bill by direct debit, you should have got the payment automatically into your bank account between 16 January and 28 February 2023. This means you won't need to contact your supplier to get the cash.

  • If you don't pay by direct debit, for example, you pay on receipt of your bill or you prepay, you should have been sent a voucher between 16 January and 28 February 2023. It should come in the post and can be redeemed at any post office, either by depositing it into a bank or credit union, or as cash if available. Vouchers will be valid until 31 March 2023 and can be reissued if lost. See the Northern Ireland energy guide for more details.

  • If you don't have a direct relationship with an electricity supplier, you can now apply to get the payment. If you pay for your energy through a landlord, housing manager or site owner, or you live in a park home or houseboat, for example, you'll need to apply to get the £600. The portal to apply opened on 27 February. You should get an email or letter within six weeks of applying, which will confirm if you'll get the payment. You'll need a UK bank account in your name to receive the payment by bank transfer.

Households on certain means-tested benefits will get £900 in 2023/24

Over eight million households in the UK on means-tested benefits will get a £900 cost of living payment in 2023/2024 (up from £650 in 2022). It'll be paid in three instalments:

  • £301 – during spring 2023 (this will be paid at some point after the new financial year has begun on 6 April 2023)
  • £300 – during autumn 2023
  • £299 – during spring 2024 (before the new financial year starts on 6 April 2024)

You'll need to be on one of the following benefits (the Government has yet to confirm if there will be a 'qualifying window', which there was with the previous scheme):

  • Child tax credit
  • Income-based jobseeker's allowance
  • Income-related employment and support allowance
  • Income support
  • Universal credit
  • Working tax credit
  • Pension credit

We'll update this guide as soon as we have more info. See our full story on how the Government plans to support households with their energy bills in 2023/24. 

The Government says this payment is tax-free, will not count towards the benefit cap, and will not have any impact on existing benefits.

Use our 10-minute benefits check to ensure you're receiving all the support you're entitled to, as up to seven-and-a-half million households are missing out on state help they're eligible for.

  • What benefits do I need to be on to apply?

    The scheme is open to households where you, or your partner, were receiving one of the following benefits at any time between 1 September 2022 and 31 January 2023:

    • Armed forces independence payment
    • Attendance allowance
    • Carer's allowance (includes those who have claimed and are entitled but don't receive the cash benefit)
    • Child tax credits
    • Constant attendance allowance
    • Contributory benefits
    • Council tax reduction scheme
    • Disability living allowance
    • Employment and support allowance
    • Income-based jobseeker's allowance
    • Income support
    • Pension credit
    • Personal independence payment
    • Universal credit
    • War pension mobility supplement
    • Working tax credits
  • An extra £200 for Welsh energy bill-payers on certain benefits

    The Wales Fuel Support Scheme offers eligible households a one-off £200 cash payment from their local authority to help with paying energy bills this winter – in addition to all the other energy and cost of living support offered by the UK Government.

    The payment is available to all eligible households in Wales, regardless of how you pay for your fuel – including direct debit, quarterly payments or off-grid fuel such as heating oil. However, to be eligible, you or your partner must have been receiving a qualifying benefit between 1 September 2022 and 31 January 2023. 

    If you or your partner don't receive any of the qualifying benefits – see below for a full list – you may still be eligible for the payment if anyone living with you meets all of the following:

    • The household is their primary residence
    • They're a dependent child or another adult living with the householder
    • They receive one of attendance allowance, disability living allowance, personal independence payment, armed forces independence payment, constant attendance allowance or war pension mobility supplement

    You'll need to apply to get the grant – applications closed on 28 February 2023. And do note applicants must be responsible for paying the property's energy bills.

You can pay energy bills direct from your benefits to help with budgeting

If you're struggling to pay for your energy and you're on certain benefits, you may be able to pay directly from your benefit payments instead, under a Government scheme known as Fuel Direct (also known as 'third party deductions'). The scheme lets you arrange to have a small, fixed amount deducted directly from your benefit payments each week to go towards paying off energy debt.

To use the scheme, you need to contact your Jobcentre (or Pension Centre if you are claiming pension credit) and give them details of your supplier and what you owe. Your Jobcentre or Pension Centre will then get in contact with your provider.

How much will be dedicated depends on which benefit scheme the payment is deducted from:

  • If you claim universal credit. A fixed rate of 5% of your entitlement can be deducted and paid directly to your supplier for gas and electricity (and water).

  • For other benefits. A set amount of £3.85 will be directly deducted each week to pay off the debt you owe, plus an additional amount to cover your ongoing usage. For example, if you use £5 of energy a week, a total of £8.85 will be deducted directly from your benefits.

    Be aware though, if the set amount to cover your debt and the additional sum for your ongoing usage comes to less than 25% of your total benefits, the payment to your supplier can be set up without your permission. So be sure before you apply. You can use the Fuel Direct scheme with income-based jobseeker's allowance, employment and support allowance, income support and pension credit.

Millions of pensioners to get up to £600 with the winter fuel payment in winter 2023/2024 (including a £300 top-up)

Every UK household with someone over state pension age (aged 66 or above) is entitled to help towards their energy costs under the Government's Winter Fuel Payment scheme. It's usually between £100 and £300, but in 2022, the cost of living support package included a one-off top-up of £300 per household to the winter fuel payment, so some got up to £600.

The Government has announced that pensioners will also get the extra £300 this year. It's likely to be paid as part of the winter fuel payment at the end of 2023. We don't yet have the full qualifying dates for 2023, but we'll update this guide as soon as we do.

Those on certain disability benefits will get a one-off £150 payment this summer

About six million people across the UK on certain disability benefits will receive an automatic one-off payment of £150 in summer 2023. It's designed to help towards the cost of specialist equipment and food, and increased transport costs.

We don't yet have exact dates or the full eligibility details for the scheme for 2023/24, but you'll need to be on one of the following benefits – the Government has yet to confirm if there will be a 'qualifying window' when you must have been on these benefits:

  • Armed forces independence payment
  • Attendance allowance
  • Constant attendance allowance
  • Disability living allowance
  • Personal independence payment
  • Scottish disability benefits
  • War pensioners' mobility supplement

The Government says these payments will not count towards the benefit cap, and will not have any impact on existing benefits. 

All those eligible in 2022 should have now automatically received the £150 one-off payment. Payments were made in September and October 2022 and should have been paid straight into the account you currently receive your benefits into.

For more ways to save cash if you have a disability, see our 31 MoneySaving tips for disabled people.

Help for vulnerable households this winter from councils

The Government has announced that an extra £1 billion will be added to the Household Support Fund in April 2023. See our full story on how the Government plans to support households with their energy bills next year. 

Under the Household Support Fund, councils in England have access to a pool of £1 billion in funding to help those most in need.

Local authorities could spend the cash between April and September 2022, to support the most vulnerable with essentials during the UK's ongoing recovery from the pandemic. And the Government has extended this scheme, making another £500 million available between October 2022 and March 2023.

The fund is aimed at providing small grants to meet daily needs, such as energy bills, as well as other utilities, housing costs, food and other essentials.

Eligibility varies, as it's up to councils to decide, but generally the grant is for vulnerable households, and those in most need of support. To find out what your council offers and whether you might qualify for support, and to apply, contact your council as soon as you can, as funding could run out at any time.

Step 3: Find out how energy firms and others may be able to help you

Here we'll talk you through the existing support that's out there from energy firms and other groups, including some of the main energy schemes that you can tap into for help. You'll find info on the following:

Energy suppliers offer help through hardship funds

Big energy firms have charitable trusts and funds that can help if you're in debt and struggling to repay.

With these providers you'll usually need to be a customer of the firm to apply, but British Gas offers help to non-customers as well. The application process for this help is fairly rigorous (see charities that can help with the process). You usually need to have spoken to a debt adviser before applying, complete a full income and expenditure budget sheet, provide proof of your income, give details on how your arrears have built up, and say how the grant will help you.

Exact eligibility requirements vary – some say you need to be in receipt of certain benefits, for example – but those with the greatest need are prioritised on a case-by-case basis. It can take several weeks to process your claim and funds are limited, so act now.

Hardship grants offered by energy suppliers – and how to apply

Supplier scheme Key eligibility criteria How much you could get How to apply

Open to customers of ALL suppliers

British Gas Energy Trust 'Individuals and Families Fund'

British Gas Energy Trust
Individuals and Families Fund
- In or facing fuel poverty
- Can't have had British Gas grant in past two years
- See full info on the British Gas website
Up to £1,500 Via the British Gas website

Open to customers of the named suppliers ONLY



EDF Energy
Customer Support Fund
- Experiencing hardship, or struggling to manage energy debt
- See full info on the EDF website
No set limit – depends on your circumstances Via the 'Let's Talk' web form or by calling 0800 269 450 (1)


E.on Next
Energy Fund

Also open to customers of:
Sainsbury's Energy
- No set criteria, but based on needs and ability to pay energy bills
- See full info on the E.on Next website
No set limit – depends on your circumstances Via the 'Let's Talk' web form (1)


Octopus Energy
Octo Assist Fund

Also open to customers of: Affect Energy, Co-operative Energy, Ebico Living, London Power, M&S Energy
- No specific eligibility criteria
- See full info on the Octopus website
No set limit – depends on your circumstances Via the Octopus web form (you must be logged into your account)

TABLE_CELL_STYLE

Ovo Energy

Hardship Scheme 


Also open to customers of: Boost, SSE

- Experiencing hardship, or struggling to manage energy debt
- See more info on the Ovo website
Supplier wouldn't confirm Call Ovo on 0330 303 5063 or use its live chat (online form coming soon)


Scottish Power
Hardship Fund
- In receipt of: income support, jobseeker's allowance, pension credit, or employment and support allowance
- See full info on the Scottish Power website
Varies depending on need and funds available Via Scottish Power's web form or by phone on 0121 285 2595


Shell Energy

Helpfund
- No specific eligibility criteria
- See full info on the Shell Energy website
No set limit – depends on your circumstances Call Shell on 0330 094 5800


Utility Warehouse

Customer Support Scheme (in partnership with charity Citizens Advice)
- In fuel poverty, or about to go into energy debt or run out of prepay credit
- See full info on the Citizens Advice website
Supplier wouldn't confirm Call Utility Warehouse on 0333 777 0777

CLOSED – not currently accepting applications



Bulb
Energy Fund

- In financial difficulty

- Live in an area of high fuel poverty

- In at least £150 of energy debt

- See full info on the Bulb website

£150 grant or £2,000 debt write-off, and/or an energy efficient appliance You can't apply right now

Last updated on 14 February 2023. (1) 'Let's Talk' is part of 'Charis', an organisation that helps support those in utility debt.

Extra support for prepayment customers this winter

As those on prepay are often among the most vulnerable, energy suppliers are offering additional support to these customers this winter. Here's a summary of what each is doing:

  • British Gas is giving up to £250 of non-repayable credit to vulnerable customers. It said it will identify and contact those that need it, so you can't apply. It also said it won't remotely switch customers to prepayment meters this winter unless the customer requests it, and it has doubled emergency credit to £10.

  • EDF is offering help to tackle debt. It offers support through its 'Helping Hands' campaign, which matches debt repayments, and its 'Fresh Start' campaign, which offers to clear a customer's debt. You can't apply to these schemes – EDF will identify and contact those that need extra support.

  • E.on will not collect debt from prepayment customers until the end of March. So prepay customers will only pay for ongoing energy usage.

  • Octopus has said its most vulnerable prepay customers get "24/7 monitoring of supply and welfare checks". Octopus added that it's rare for it to switch a customer to a smart prepayment meter due to debt, and it never charges for the installation of one.

  • Ovo will not collect debt from prepayment customers until the end of March. So prepay customers will only pay for ongoing energy usage. It also said it won't disconnect anyone this winter and has increased emergency credit from £5 to £15.

  • Scottish Power will not collect debt from prepayment customers until the end of March. So prepay customers will only pay for ongoing energy usage. It also said it has paused forced installations of prepayment meters since December. We've asked how long these measures will last and will update this guide when we know more.

  • Shell told us it is pausing debt repayments on a "case-by-case basis". Plus it said it won't move customers to prepayment meters during December and January.

  • So Energy told us they aren't currently moving customers to prepay to recover debt, but "this may be reviewed in future."

Check if you can get £150 towards energy bills each winter with the warm home discount

The Warm Home Discount scheme is available to millions of households in the UK. It requires suppliers with more than 50,000 customers to help vulnerable people pay for their energy over winter.

If you've a standard credit meter, the money isn't paid to you – it's a £150 rebate applied to your electricity or gas bill between October and March. If you're on a prepay meter, you'll usually be sent a top-up voucher.

Following changes to how the warm home discount works, the scheme is now different in England and Wales from that in Scotland. If you live in England or Wales, you'll get the discount automatically if you meet the eligibility criteria. In Scotland, you'll only get it automatically if you receive the 'guarantee credit' element of pension.

You can find out full details about eligibility and how to apply in our Warm Home Discount guide.

Older people and those on certain benefits could get £25 during freezing weather

Under the Cold Weather Payment scheme, older people and those on certain benefits in England and Wales can get a grant to help cover costs when temperatures hit zero degrees or below in their area.

It applies if the average temperature is – or is forecast to be – 0°C or below for seven days in a row between 1 November and 31 March. You get £25 for each seven-day period. It's usually automatic if you get pension credit, or get other benefits including some universal credit recipients and some who get support for mortgage interest. See our full Cold weather payment guide for more info.

Households in Scotland to get £50 regardless of weather conditions this winter

The Scottish Government has announced it is replacing the Cold Weather Payment scheme this year with a new scheme – the Low Income Winter Heating Assistance scheme. Under this new scheme, eligible households will receive a flat £50 each year to help toward winter heating costs. 

The payments will be made automatically between February and March each year from 2023, so you don't need to do anything to get it. For 2023, you have to have received one of the qualifying benefits on at least one day between Monday 7 November and Sunday 13 November 2022. You'll get a letter from Social Security Scotland to confirm you'll be getting the £50 payment.

  • Full eligibility for the Cold Weather Payment and Low Income Winter Heating Assistance payment

    For both schemes, you need to be in receipt of one of the following:

    • Pension credit. You'll usually get the payments if you do not live in a care home.
       
    • Income support and income-based jobseeker's allowance. You'll be eligible if you have a disability or pensioner premium, a child who is disabled, get child tax credits that include a disability or severe disability element, or you have a child under five living with you.

    • Income-related employment and support allowance. You'll be eligible if you have a severe or enhanced disability premium, a pensioner premium, a child who is disabled, if you get child tax credits that include a disability or severe disability element, or you have a child under five living with you.

    • Universal credit. You'll be eligible if you have a health condition or disability and have a limited capability for work, or you have a child under five living with you.

    • Support for mortgage interest. You may be eligible if you have a disability or pensioner premium, a child who is disabled, get child tax credits that include a disability or severe disability element, or you have a child under five living with you.

Check if you can get free insulation or boiler grants to make your home more energy efficient

Energy efficiency can seriously cut bills, and there are wads of freebies on offer from energy providers under the Energy Company Obligation scheme. It's all part of their efficiency obligations to people in certain groups.

If you're on certain benefits, you could get free insulation or a grant to replace an old boiler. Our Free insulation & boilers guide has more on what's available, but below there is a taster of what you can get and what it'll save you:

  • Boiler replacement or repair. Heating accounts for about 55% of what you spend in a year on energy bills. Depending on your boiler's age, a shiny new efficient one could save you up to £890/year.

  • Cavity wall insulation. Most homes built since 1920 have a gap between internal and external walls. Filling the cavity with insulating mineral wool and foam means cold air's kept out, and warm air stays in, which can save an average three-bedroom home up to £690/year.

  • Loft insulation. Up to a quarter of your home's heat escapes via the roof, but you can solve this by laying mineral wool under the rafters, saving up to £590/year.

For more advice on energy efficiency and help to find any schemes you are eligible for, try the Government's energy efficiency website, the Energy Saving Trust or Home Energy Scotland.

Up to £1,200 grant for veterans from the Royal British Legion

The Royal British Legion has launched a grant scheme for veterans and their families who are struggling to pay their energy bills. It's offering non-repayable emergency grants to those who have served, or are serving, in the Royal Navy, British Army or Royal Air Force, as well as their families, dependants and carers.

Depending on your circumstances, you could get up to £1,200 (£200 a month for up to six months). 

If you're currently getting any means-tested state benefits, such as universal credit, pension credit or income support, you should qualify automatically. Even if you don't get any benefits, you can still apply, as the charity is encouraging anyone struggling financially to do so.

In most cases, you won't be paid in cash. Instead, you'll get one or more of the following, depending on your situation:

  • Vouchers to top up your gas or electricity prepayment meter
  • A virtual credit card you can use to pay utility bills (restricted to this use)
  • Vouchers for food, clothing or household items
  • Replacement white goods

You can apply for a grant online or call the Royal British Legion on 0808 802 8080. For more info, see our Royal British Legion's £1,200 grants news story. 

Use this free tool to find a place to keep warm

With energy prices at an all-time high, it'll now be even more expensive just to keep warm. Living in cold conditions can be dangerous and even deadly, with people with disabilities, elderly people, children, people from ethnic minorities, and low-income households among the most at risk.

We give tips on how to keep warm in our Heat the human guide, but if you're really struggling, local organisations and churches have opened their doors following efforts from councils, organisations and charities wanting to help. See Martin's blog post.

Warm Welcome has a dedicated site to help you find a space in your local community to keep warm. It details location, opening hours and facilities provided via the link below.

Find a warm space in your area

Step 4: Find out where to go for free one-on-one advice and wider debt help

There are a number of organisations and charities out there that can provide one-on-one support and advice. We've focused on the main ones that operate nationwide, but there could be more local support offered by regional charities and your local authority too.

All of the organisations below can help with common energy issues and problems, including providing info on your options if you're struggling to pay, the government grants and schemes available, help accessing hardship funds, and general ways to reduce your energy use. Yet some do specialise in certain areas.

Important: Bear in mind that these organisations are very busy right now, and have limited resources – Citizens Advice, for example, says it's seen a 40% uplift year-on-year in people needing support due to energy debt issues. So please be patient and polite.

Energy help and grant specialists

The charities below offer help and advice on most energy bill problems if you're struggling to pay, including help with finding government grants and schemes you might be eligible for, help applying for support through energy suppliers' charitable trusts, and help with complaints.

  • National Energy Action (NEA). The NEA is a national fuel poverty and energy efficiency charity that offers a free support service known as WASH (Warm and Safe Homes). It provides energy advice to households in England and Wales. You can contact it on 0800 304 7159, or fill in an online form.

    It offers advice on income maximisation, energy billing, fuel debt, energy efficiency and trust fund applications.

    Due to the current crisis, the charity is very busy, which is why MSE founder Martin Lewis announced funded £100,000 for it to set up a webchat service to help more people. The NEA launched this webchat service in April 2022.

  • Home Energy Scotland. A non-profit organisation backed by the Scottish Government that offers free, practical advice and info on energy in Scotland. You can call it on 0808 808 2282 or contact it online.

    It says as well as offering impartial advice on energy saving and reducing bills, it'll check your eligibility for funding options including Scottish Government grants and interest-free loans.

  • NI Energy Advice. This service offers impartial energy advice for those in Northern Ireland.

    You can contact it via its online form or by calling 0800 111 4455.

If you're struggling with more than just your energy bills

While the organisations below offer help for all types of energy problems, their main aim is helping with budgeting and debt. So if you find yourself in energy arrears, or your problems stretch beyond energy, these might be best.

  • Citizens Advice. If you're in England or Wales, you can speak to a trained adviser on 0808 223 1133 or fill in an online form and they'll respond by email. If you're in Scotland, you'll need to speak to your local Citizens Advice Bureau.

    It says it can help with most energy problems and it can also refer you to its extra help unit – which can provide dedicated support to people in vulnerable situations to resolve problems with energy firms.

  • StepChange. A charity that provides free debt advice to people in England, Scotland and Wales. You can contact it on 0800 138 1111 or get online debt advice.

    It can work with you to develop a personalised plan to make repayments, set up and manage a debt management plan for you, or even help with ways to write off debts if you're unable to pay.

  • MoneyHelper. Sponsored by the Department for Work and Pensions, it provides free, impartial and confidential money guidance to anyone in the UK. You can contact it on 0800 138 7777, or via webchat, email or WhatsApp.

    As well as personalised advice and guidance on money issues, including energy bills and how to prioritise debt, it can help you find a free and confidential debt adviser in your area.

  • National Debt Line. A debt charity that gives free independent advice to people in England, Scotland and Wales. You can talk to it via webchat or by calling 0808 808 4000.

    It has a free budget tool and can help you work out a debt management plan.

Specialist help for older people

While older people can use the services above, Age UK can offer more specialised support. 

  • Age UK. A leading charity, it says it can help any older person or those entitled to claim benefits. You can contact it on 0800 055 6112 (0800 124 4222 in Scotland), or via webchat and email.

    Age UK is urging older people to contact it before turning their heating off or down. It says it can check if people are receiving all the support available to them, point people towards more help for heating their home, and provide guidance on billing, meters and complaints.

Specialist energy support for disabled people

If you have a disability, as well as the organisations above, you can also get additional help from Scope.

  • Scope. A disability equality charity, it offers free energy advice to disabled people in England and Wales. You can contact it on 0808 800 3333 or email it.

    Through its disability energy support scheme, it can offer advice on a range of issues, including managing debt, efficiency, accessing benefits, grants and trusts, access to fuel vouchers, understanding bills and support with registering for the Priority Services Register.

  • Disability Information Scotland. If you live in Scotland, Disability Information Scotland can provide similar help. You can contact it on 0300 323 9961 or email it.

For more generalised help if you're struggling with debt, see our full Debt help guide.

Community support groups

For a lot of people, a place to talk to others in similar situations and share ideas is really important, which is why community support groups on social media are thriving. While we can't vouch for every piece of information, these groups often have knowledgeable users – some with industry experience – sharing information, so can be very useful.

  • Energy Support and Advice UK. This Facebook group, launched in 2020, is one of the most active, with over 100,000 members sharing advice and tips.

Step 5: Know your rights

It's crucial that you're aware of your rights at this difficult time, especially around some really serious issues such as having your energy supply cut off, and being able to get a breather from your debts. Find full info on:

You could get up to 60 days' respite from debts with the breathing space scheme

The Government's breathing space scheme – officially known as the Debt Respite Scheme – can relieve some of the pressures and stress of being in debt.

If you pass eligibility, your creditors are informed and must stop collection or enforcement activity, and won't be able to add interest or fees to your debt for up to 60 days.

Debt charity StepChange has full info on eligibility, and can take you through the application process.

While you can be disconnected, it's very rare and there are strict rules for suppliers

There are very strict rules for disconnection and suppliers very rarely disconnect people due to debt.

Firms must take all reasonable steps to avoid disconnecting an energy supply for debt, and it should always be a last resort. Suppliers cannot disconnect you if you:

  • Owe a debt to a previous supplier
  • Are bankrupt and the energy debt is from before you were bankrupt
  • Owe a debt for a service or appliance from a supplier, and not for your gas or electricity usage

What's more, if it's during winter (between October and March), you can't be disconnected if you have reached state pension age and live on your own, or live with children under the age of 18. 

Most suppliers have also voluntarily agreed to never disconnect you at any time of year if you have children under the age of six, are disabled, have long-term health problems or have severe financial problems. They also won't disconnect you during winter if you have children under the age of 16.

If your supplier isn't helping, put in an official complaint

If you are struggling with your bills and you find your provider won't help, or you experience any of the other common problems faced by energy customers, such as incorrect bills, switching issues, direct debits being too high, refund delays and more, then complain.

Remember to try calling your provider to sort the issue first, but if not then you can use free complaints tool Resolver. The tool helps you manage your complaint, and if the company doesn't play ball, it also helps you escalate your complaint to the free Energy Ombudsman

Your supplier can't force you to have a prepayment meter installed (for now)

Suppliers will sometimes use prepayment meters as a way of recovering debts – but only as a last resort. However, regulator Ofgem has told energy firms to stop forced installations of prepayment meters until it has reviewed how it can better protect customers and reduce the need for prepayment meters to be installed or switched to remotely.

Ofgem is asking those who've recently had a prepayment meter installed without their consent, to share their experiences via this Citizens Advice survey.

We've more info on who can and can't have a forced prepayment meter installation and under what circumstances.

Step 6: Read our energy cost-cutting tips

There are small changes you can make that can have a huge impact on your energy use and how much you end up paying, which we go into here, as well as more ways to reduce other household bills, including:

Using less energy is a simple way to save on bills – if you've not already cut usage as much as possible

Most can't save any other way, so using less can really pay off and is simple to do (unless you're already using the minimum, in which case, read on).

Turn down the thermostat and wear jumpers, turn lights off when you leave a room, take shorter showers, use energy-saving light bulbs and don't leave electrical goods on standby.

For more info, see our top energy-saving tips, or read the MSE Forum's Energy Saving Hunt.

Is it really cheaper to leave the heating on all day? We've busted some of the common energy-saving myths

According to experts at the Energy Saving Trust, the idea it's cheaper to leave the heating on low all day is a myth. They're clear that having the heating on only when you need it is, in the long run, the best way to save energy and therefore money. (A timer's best, as your thermostat turns your heating on and off to keep your home at the temperature you set.)

For full info and answers to other energy-saving myths, see our full Energy mythbusting guide.

Make sure you only pay for the energy you use – do regular meter readings

Don't rely on your energy provider's estimate, as these are often way out. If it's underbilling you, you'll have a big whack to pay when your supplier receives your actual meter reading. If it's overbilling, then it's unfairly got your cash.

If your direct debit is way off kilter, call up and ask for it to be changed. You have a range of rights to ensure it's correct. See our Energy direct debits guide for full help.

Smart meters can help stop this as they send meter readings automatically to your supplier, so you only pay for what you use. See our Smart meters guide for more.

Pay by monthly direct debit if you can – it can be £100+/year cheaper

Paying by monthly direct debit can cut bills by about £100 each year on average, as companies are sure you won't default and they earn interest on any overpayments. So if you can do this, go for it.

See our Energy direct debits guide for full help.

Do a money makeover – it could help offset the energy hikes

Check your bills NOW as you could save £100s on broadband, mobiles, fuel, food and more by systematically working through your finances to ensure you've the best deal on everything.

This could really help mitigate the pain of the energy price hikes, with many people saving £1,000s over the year. We've full help in our Money makeover guide.

Spotted out of date info/broken links? Email: brokenlink@moneysavingexpert.com